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Salesforce ADX261 certification exam is a 90-minute exam consisting of 60 multiple-choice questions. ADX261 exam is available in English and can be taken online or in-person at a proctored testing center. Individuals who pass the exam will earn the Salesforce Certified Service Cloud Consultant credential, which demonstrates their expertise in administering and maintaining Service Cloud solutions.
Candidates for the ADX261 Certification Exam should have experience in administering and maintaining Salesforce Service Cloud solutions. They should be familiar with the Salesforce platform and have a good understanding of the Service Cloud data model, processes, and automation. They should also have experience in configuring and customizing Service Cloud to meet the needs of customers.
Salesforce Administer and Maintain Service Cloud Sample Questions (Q20-Q25):
NEW QUESTION # 20
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
Answer: A
Explanation:
For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases.
NEW QUESTION # 21
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?
Answer: C
Explanation:
Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement.
NEW QUESTION # 22
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
Answer: A
Explanation:
Configuring the new app in a sandbox and using a change-set to push the configuration to production for testing and training is a recommended way to mitigate the concerns of disrupting current operations and impacting customer satisfaction. A sandbox is a copy of the production environment that can be used for development, testing, or training purposes without affecting the live data or users. A change-set is a collection of metadata components that can be deployed from one Salesforce org to another. By using these tools, Universal Containers can ensure that the new app is working as expected and that the agents are familiar with it before making it available in production. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Sandbox Overview, Change Sets Overview
NEW QUESTION # 23
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
Answer: C
NEW QUESTION # 24
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
Answer: B,C,E
Explanation:
Page layouts, record types, and support processes are features that can be implemented to support different case management steps and fields for two separate business operations. Page layouts control the layout and organization of fields, buttons, related lists, and other components on a record detail or edit page. Record types allow you to offer different business processes, picklist values, and page layouts to different users based on their profiles. Support processes define the picklist values for the Status field on cases for each record type. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Page Layouts Overview, Record Types Overview, Support Processes Overview
NEW QUESTION # 25
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